25 Contact Centers Jobs

As a Call Center Assistant at the Australian based outsource company in Ahmedabad, your primary role will involve providing excellent customer service through effective communication channels such as phone, email, and chat. You will be responsible for making cold calls to customers, escalating issues to relevant departments, and maintaining detailed records of all customer interactions. Additionally, you will need to utilize various operating systems to track and manage customer interactions efficiently. Key Responsibilities: - Provide top-notch customer support and service - Communicate effectively with customers through phone, email, and chat - Make cold calls to customers and escalate issues to the appropriate departments - Maintain accurate records of all customer interactions - Utilize various operating systems to track and manage customer interactions Qualifications Required: - Proficient in Customer Support and Customer Service - Strong verbal and written communication skills - Previous experience working in Contact Centers - Familiarity with Microsoft Office and Google Drive - Excellent problem-solving and organizational abilities - Ability to work independently and efficiently in a fast-paced environment - Previous experience in a call center or customer service role would be advantageous - High school diploma or equivalent; additional qualifications in customer service are a plus,

Role : NICE inContact Engineer Location: Gurugram Mode: Work from Office 24*7 Education and Essential Experience: 1 + years Must have exp in NICE inContact / CXone solutions, including voice, chat, email, and SMS channels. Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API Good to have Contact Center domain exp Certifications in contact center management or NICE CXone platforms are advantageous IGT Solutions provides equal employment opportunities to all individuals based on job related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

Role Description This is a full-time, on-site role for a Call Centre Specialist located in Pune. The Call Centre Specialist will be responsible for handling inbound and outbound calls, addressing customer inquiries, providing customer support, and maintaining high levels of customer satisfaction. The specialist will also be required to document interactions, escalate issues when necessary, and work closely with other team members to ensure seamless communication and efficient problem-solving Job location - NIBM Undri, Pune 411060 Qualifications Any graduate can apply Customer Support, Customer Service, and Contact Centers skills Excellent Communication skills Basic Computer Literacy skills Ability to work efficiently in a fast-paced environment Strong problem-solving skills Previous experience in a call centre or customer service role is beneficial Ability to work on-site in Pune Bachelor&aposs degree or equivalent experience is preferred Show more Show less

Technical Skills (candidate should have at least any 1 experience from below) 2+ Years of experience deploying Voice and Non Voice Contact center applications like Gensys Engage, Amazon Connect, Cisco Webex Contact Center, Ring Central etc. Good Knowledge of Voice protocols like TCP/IP, VOIP, UDP, SIP, RTP, SRTP, WebRTC, audio processing Should have knowledge in CTI or Voice recording products Experience on VOIP, Dialer, ACD , IVR, SBC Exposure and understanding of video conferencing, IM, Voicemail, DID, carriers, knowledge of VOIP and SIP. Knowledge of UCaaS, CPaaS platform, cloud, Contact center, Integrations like MS teams, and analysis tools like Wireshark, etc. Familiar with Salesforce Service Cloud or similar CRM systems, KB systems, and Customer portals for case management Experience with telecom, call center integration, and VoIP, including developing and deploying code that directly interacts with SIP protocols, rtp packets, and the like. Have experience in Groovy and Javascript

As a Senior System Analyst at GEC Tech, you will be an integral part of the Lululemon team, a leading performance apparel company dedicated to supporting individuals in their movement, growth, and well-being. In this role, you will collaborate with business stakeholders, technology teams, and enterprise teams to understand project vision and business needs. Your primary responsibility will be to translate these requirements into functional configuration specifications for various vendor and in-house systems. You will actively participate in agile/scrum ceremonies such as refinement, estimation, and sprint planning. Working closely with engineers and architects, you will document, design, and implement necessary changes to systems. Your expertise in vendor and in-house systems will be crucial as you lead troubleshooting efforts and contribute to the triage process. Additionally, you will be on-call to ensure the overall health of our platforms and create observability plans and processes. Your role will involve defining alerts, thresholds, and refining these parameters, as well as leading areas of production support including process creation, response, root cause analysis, and process refinement. You will establish strong relationships with enterprise support teams and contribute to streamlining processes across teams. Expertise in observability tools such as Data Dog, Pagerduty, Splunk, and ServiceNow is essential, along with familiarity with Salesforce Service Cloud. To qualify for this position, you should possess a Bachelor's Degree in Computer Science, Business Administration, or a related field, along with 8+ years of experience as a System Analyst in Contact Centers, Retail, or eCommerce. Expert knowledge of platforms like Splunk, PagerDuty, Datadog, and ServiceNow, as well as operational support processes, is required. Proficiency in Salesforce Service Cloud and other related CRM solutions is a significant advantage. Familiarity with IT SDLC processes, cross-functional IT teams, and exceptional organizational and communication skills are essential. In addition to technical qualifications, the ideal candidate must exhibit personal qualities such as acknowledging choice in every moment, taking personal responsibility, possessing an entrepreneurial spirit, communicating with honesty and kindness, and striving for excellence. A strong work ethic, integrity, and a commitment to the Lululemon culture and lifestyle are also key attributes for success in this role.,

You will be joining Shree Krishna Paper Mills & Industries Ltd (SKPMIL), a renowned paper manufacturing company established in 1974 as part of the Pasari Group. SKPMIL, based in Kotputli, Rajasthan, is known for its innovative range of products, such as the eco-friendly Natural A4 Brown Copier, crafted using 100% recycled fiber. The company specializes in producing various industrial and specialty papers, committed to providing top-notch products at competitive prices while continually enhancing its offerings to cater to customer demands. As a Call Center Specialist in New Delhi, you will be working full-time on-site, handling customer inquiries and offering support via phone and email. Your duties will encompass addressing customer concerns, furnishing information about products and services, and ensuring optimal customer satisfaction levels. Collaboration with other departments for issue resolution and enhancing customer experiences will be a crucial aspect of your role. To excel in this position, you should possess strong customer support and service skills, coupled with excellent communication abilities honed in Contact Centers. Proficiency in basic computer literacy, coupled with problem-solving acumen and keen attention to detail, will be essential. The role demands the capacity to thrive in a fast-paced environment, managing multiple tasks efficiently. While a high school diploma or equivalent is required, additional qualifications in customer service or contact center experience will be advantageous.,

As a dynamic Presales Specialist, your primary focus will be on solving real customer problems rather than solely selling technology. Your passion for CPaaS, CCaaS, and digital innovation, coupled with the ability to think alongside customers, will make you an ideal candidate for this role. Having experience in BFSI and Telecom sectors would be an added advantage. Your responsibilities will include Solution Design & Client Engagement, where you will listen to customer needs, analyze requirements, and design tech solutions to drive customer success. You will also be involved in Technical Strategy & Product Delivery, building prototypes, tracking projects, and ensuring seamless integrations. Communication & Training will be another key aspect of your role, where you will simplify technology for clients, conduct demos, and create impactful presentations. Identifying opportunities for upselling and cross-selling to expand product adoption and increase revenue growth will also be part of your duties. To excel in this role, you should possess at least 3 years of experience in presales, solutioning, or technical sales, with a preference for Telecom, SIP/VoIP, or Cloud expertise. Hands-on experience in IVR, Contact Centers, Call Center Software, or Outbound Dialers is essential. A solid understanding of AWS, Azure, Google Cloud, SIP, WebRTC, APIs, and messaging technology is also required. Your ability to present, negotiate, and influence decisions with both technical and business stakeholders will be crucial. A Bachelor's degree in Engineering, Computer Science, or a related field is necessary, with certifications in Cloud, VoIP, or ITIL considered a plus. Your performance will be measured based on Key Performance Indicators (KPIs) such as successful proposals converted into deals, client satisfaction post-demo & solutioning, turnaround time for Requests for Proposals (RFPs) & tech documentation, revenue generated from upsell & cross-sell opportunities, implementation of successful Proof of Concepts (POCs), and reduction in customer issues & support tickets. If you enjoy tackling real-world challenges, thrive in a fast-paced environment, and possess a blend of technical expertise and business acumen, we would love to connect with you. Let's innovate together!,

The Sales Manager position at Wickbond Pvt Ltd in Kanpur is a full-time on-site role where you will be responsible for managing a team, ensuring customer satisfaction, and overseeing sales operations in the contact center. Your key responsibilities will include utilizing your Customer Service, Customer Satisfaction, and Contact Centers skills to lead the team effectively. Additionally, your Team Leadership and Team Management skills will be crucial in motivating and guiding the team towards achieving sales targets and driving performance. To excel in this role, you should possess strong interpersonal and communication skills to effectively interact with both the team and customers. Previous experience in sales or call center management would be beneficial, although it is not mandatory. A Bachelor's degree in Business Administration or a related field is preferred for this position. If you are a dynamic individual with a passion for sales and team management, this role offers an exciting opportunity to make a significant impact in a fast-paced environment at Wickbond Pvt Ltd.,

You will be joining GrowByTen AdTech Pvt. Ltd. as a Call Center Specialist based in Jalandhar. Your responsibilities will include providing customer support, managing inquiries, and ensuring effective communication with customers. Working closely with the Contact Centers team, you will resolve customer issues and maintain high service satisfaction levels. To excel in this role, you should possess strong customer support and service skills, excellent verbal and written communication abilities, and experience with Contact Centers. Computer literacy and problem-solving skills are essential. The role requires both independent work and collaborative efforts within a team. Prior experience in the AdTech industry would be advantageous. A high school diploma or equivalent qualification is required for this full-time on-site position.,

Do you have the drive to achieve extraordinary profitable growth and brand positioning, while fostering an exceptional Omnichannel customer experience and leading a people movement To be successful in this role, we seek an individual with a robust commercial background and a keen interest in commerciality, capable of maximizing the potential of our Remote Customer Meeting Point. You should possess 10-15+ years of experience with an MBA or PG in Administration, Operations, or Service excellence, along with a minimum of 5 years in a senior leadership position overseeing large-scale BPO, contact centers, or Service delivery teams. Preferred backgrounds include experience in BPOs, airlines, banking, or ecommerce. Familiarity with CRM tools and AI would be advantageous. As a role model of the IKEA culture & values, you should have a passion for driving business growth through people development. Collaboration within your organization and across different parts of IKEA is crucial. An entrepreneurial spirit, a willingness to take calculated risks, and a drive to exceed goals are essential qualities. Leading organizational and digital transformations, crisis management, high customer centricity, effective communication, strategic thinking, and a balance between deliverables and nurturing the IKEA culture are key attributes we are looking for in this role. Your responsibilities will involve driving Omnichannel profitable growth and brand positioning, enhancing sales, and ensuring an excellent customer experience in an omni-channel environment. You will work with your team to enhance remote customer meetings through innovative tools and approaches, as well as by introducing new digital self-service tools to simplify customer interactions. Additionally, you will be responsible for ensuring high-quality execution of all People processes to have skilled and engaged co-workers, aiming to be the best employer in your market. Embracing the omni-channel transformation as a digital ambassador, building networks with relevant stakeholders, and representing the IKEA market locally, nationally, and globally are also part of your role. Leading and developing the RCMP Management Team to achieve IKEA's goals and standards, fostering innovation, driving transformation, cultivating a performance culture, and ensuring an efficient and profitable operation in line with the IKEA Concept will be crucial for success in this role. Some specific key tasks include enabling omnichannel retailing by establishing and integrating a highly centralized RCMP to drive strategic profitable growth, setting the strategy and development of the RCMP, promoting a customer-centric mindset, and ensuring efficient and effective RCMP organization aligned with broader Ingka goals. At IKEA, Customer Relations is focused on building and maintaining long-lasting customer relationships in a multichannel retail environment. The team's goal is to create a positive and joyful experience for all IKEA visitors and customers through services, feedback gathering, and customer interactions, all while being genuinely passionate about people.,

The role of Call Center Associate at Vector Art involves handling inbound and outbound calls, providing exceptional customer service, addressing inquiries, and ensuring customer satisfaction. This full-time, on-site position based in Mumbai requires working UK and AUS shifts. The responsibilities include resolving issues, processing orders, and maintaining accurate customer interaction records. A high level of professionalism and the ability to manage multiple tasks efficiently are essential for success in this role. The ideal candidate should possess proficiency in computer literacy, excellent communication skills, and experience in customer service and customer experience. Familiarity with contact centers, strong problem-solving abilities, and the capacity to work effectively in a fast-paced environment are also crucial. A high school diploma or equivalent is required, and previous experience in a call center environment would be advantageous.,

Job Title: Genesys Developer Location : PAN India (Hybrid) 10+ years of development and Implementation experience with contact center solutions On-premises and Cloud. Genesys Cloud, Engage, NICE, Virtual Hold, Cloud computing (AWS, Azure), Containerization (Docker, Kubernetes). Configure and troubleshoot Genesys software and hardware components. Integrate Genesys with Third-party applications and Systems. Strong development experience with Genesys Framework including IVR development /Scripting, Routing, Strategy and Reporting. Experience with troubleshooting Genesys issues, analyzing Genesys logs and identifying root causes. Ability to trace and analyze call flows within Genesys strategies (Call Flow Debugging). Knowledge of Genesys Architect, IRD and Composer including call flows, workflows, and routing strategies. Strategy Development: Experience developing and deploying strategies in Genesys. Working Experience with eServices/Genesys Chat/Multimedia and GMS Callback Solutions. Call Flow Debugging: Ability to debug and troubleshoot call flows using Genesys tools and logs. Routing Strategy Analysis: Ability to analyze and optimize routing strategies for efficient call handling. Working experience on Major Genesys and NICE platform upgrades. Utilize Genesys cloud APIs, SDKs and tools to build integrations and extensions. Experience with Genesys products (PureCloud, Pure Engage, Pure Connect). Experience with call recording platforms (NICE, Genesys IR). Experience with Genesys Cloud APIs, SDKs and development tools. Knowledge on Genesys Cloud security features. Proficiency with programming languages (Java, Python, JavaScript). Roles & Responsibilities: Strong and confident knowledge in Contact Center network topology. Coordinate with other tech partners like Avaya, network partners and product vendors. Knowledge in Siebel CRM Application Integration. Familiar with Agile methodologies and related process. Experience with troubleshooting Genesys issues, analyzing Genesys logs and identifying root causes. Ability to trace and analyze call flows within Genesys strategies. Knowledge of Genesys Architect, IRD and Composer including call flows, workflows, and routing strategies. Strategy Development: Experience developing and deploying strategies in Genesys. Call Flow Debugging: Ability to debug and troubleshoot call flows using Genesys tools and logs. Routing Strategy Analysis: Ability to analyze and optimize routing strategies for efficient call handling. Excellent problem-solving skills. Role & responsibilities Preferred candidate profile

Role : NICE inContact Engineer Location: Gurugram Mode: Work from Office 24*7 Education and Essential Experience: 1 + years Must have exp in NICE inContact / CXone solutions, including voice, chat, email, and SMS channels. Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API Good to have Contact Center domain exp Certifications in contact center management or NICE CXone platforms are advantageous IGT Solutions provides equal employment opportunities to all individuals based on job related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

Short Description for Internal Candidates Senior Executive - Contact Center, Social Media Description for Internal Candidates Customer Centricity 1. Ensure wing to wing resolution of social media cases with utmost accuracy and deliver best in class service, Final resolution to be communication to customers 2. Ensure Real Time Response on social media platform basis customer sentiments and ensure business reputation is maintained 3. Raise red flags for high aging cases and Highlight intra and inter dept errors for resolution 4. To be sensitive towards complaints and the stricter timelines, should co-ordinate with cross functions to get necessary resolution, requires follow-ups and influencing decisions 5. Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process to drive Customer Centricity 6. Work proactively on probable escalation/Early Warning Signal triggers as per defined process 7. Identify continuing issue in system and drive for closure via Root Cause analysis 8. Enabling Growth 9. Ensure monthly Customer Retention is @ 75% 10.Operational Excellence Day to day task like writing social comments, answering questions from followers and replying to comments on social channels Ensuring daily productivity is met with 100% quality and adherence to the process TAT Ensure Process TAT is met without fail being a critical portfolio. Day to day task like writing social comments, answering questions from followers and replying to comments on social channels Measures of Success(Define the Outcomes expected of the role) FRT (First Response Time) Real time Resolution speed with 2 days -95% Quality, Productivity with accuracy, Adherence to Process TATs, Zero Avoidable Escalation Wing to Wing Resolution Customer Satisfaction Skills Sets Required Excellent communication, interpersonal skills with evidence of team work and collaboration Ability to work under pressure, strict deadlines and efficient in multi-tasking Strong Product and Process knowledge Must be able to build positive, productive relationships with customers, team members and cross function. Excellent voice modulation, professional phone etiquettes and communication skills interpersonal, verbal, and written with the goal of influencing outcomes.

Who we are: Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty. At our core, Acqueon is a customer-centric company with a burning desire (backed by a suite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences. As an Implementation Engineer in Acqueon you will. Own the responsibility for the implementation of Acqueon products into our customer's ecosystems. Communicate the functionality and implementation process at all levels from business users to technical engineers. Act as a consultant and product SME as you interface with end users to assess their current processes and gather their requirements. Implement, configure, and test the Acqueon software in the customers environment. Train and support user testing before moving into a production setting. Troubleshoot new and outgoing implementation issues while effectively communicating and updating clients. As an Implementation Engineer in Acqueon you will need. Understanding of omni channel communication technologies and their role in the contact center. Good listening and comprehension skills. Consultative approach with the end customer to implement the solution. A natural ability to dig in and resolve technical issues in structured manner. A commitment to excellence in taking care of our customers. Experience in SQL is mandatory. Familiarity with IP Networking and RestAPIs. Experience working with one or more Contact Center software suites such as Cisco UCCE, Amazon Connect, Nice InContact, Twilio, Avaya, or Genesys. Previous experience with outbound contact center products. Contact Center Outbound, AWS, Linux, Nginx, Redis. Contact center product experience (dialer, ACD, IVR, etc). EHR Implementation Experience is preferred. This is an excellent opportunity for those seeking to continue to build upon their existing skills. The right individual will be self-motivated and a creative problem solver. You should possess the ability to seek out the correct information efficiently through individual efforts and with the team. By joining the Acqueon team, you can enjoy the benefits of working for one of the industrys fastest growing and highly respected technology companies. If you, or someone you know, would be a great fit for us we would love to hear from you today! Use the form to apply today or submit your resume.

Job Title Lead - CRC Band/Level AVP or DVP Department Customer Retention Cell Vertical Customer Retention Cell Team (Y/N) No. of Reportees if (Y) Yes (100) Reporting Manager Job Location Jaipur State Rajasthan Candide must have experince in Vehicle Loan - Call center 1. Customer Acquisition: New customer acquisition as per the companys policies. 2. Customer Retention: Ensure customer retention to reduce customer churn and increase customer loyalty as per the companys policies. 3. File Management: Customer loan file login to disbursement TAT Management. 4. Process Improvement: Identify and implement process improvements to enhance customer experience and reduce costs. 5. Customer Feedback and Insights: Collect and analyse customer feedback to identify trends and areas for improvement. 6. Team Management: Lead and manage a team of customer retention executives, providing training and feedback to ensure excellent service delivery. 7. Performance Monitoring: Monitor and analyse key performance indicators (KPIs) such as customer retention rates, customer satisfaction, and revenue growth. 8. Collaboration with Other Teams: Work closely with other teams, such as sales, marketing, and product development, to ensure a cohesive customer experience. Specialized Knowledge • Understanding of customer behaviour, segmentation and targeting Skill Set (Must) Excellent leadership and management skills. Excellent analytical and problem-solving skills. Excellent inter-personal skills Skill Set (Desired) Technical Skill • Proficiency in Microsoft Office, including Excel, Word, and PowerPoint. Professional Certificate ( If Any) • Certification in customer service or retention will be an added advantage. Experience Range • Minimum 14 years of experience in customer retention, customer service, or arelated field. With Warm Regards, Ravi Kumar SharmaDeputy Manager | Skillventory M | +91-7489933146 / 9713759707 Mumbai | Indore | Ahmedabad | Pune | Bangalore www.skillventory.com | www.facebook.com/skillventory

Role : CM Helpline Expert Education - BE / BTech any specialization Experience : 5+ years of contact center experience 3+ years of experience in working with state/central government projects Experience of defining the standard operating procedure (SOP) for contact centers Experience of managing call center operations Preferred contact center certification

Role : CM Helpline Expert Education - BE / BTech any specialization Experience : 2. 5+ years of experience in the government and public sector domain Experience of working on at least 2 contact center projects/grievance redressal project Preferred Experience of working on at least 1 CM Helpline Project

Role : Procurement Expert (Project Manager) Education and Certifications - BE / BTech any specialization with MBA / PGDM / MS PRINCE2 or PMP certified (Mandatory) Experience : 5+ years of procurement experience in the government and public sector domain Preferred procurement experience for contact center projects in the government and public sector domain Preferred experience in managing bid process management of at least 100 crore project in the government and public sector domain Experience of managing 3 or more large e-governance / IT projects for the government in the capacity of team lead / project lead / project manager . Monitoring project, Bid process Management, DPR preparation

Role & responsibilities • Channels PM with strong experience in Contact centre automation in the banking sector and Digital transformation in banking sector (Prefer AI/ML skills). • Extensive experience in contact center automation for banking journeys ONLY. Candidates with contact center experience outside of banking sector will NOT be considered. • Project Manager with Banking Digital transformation experience in complex Global delivery engagement • Exceptional communication, articulation, and stakeholder management skills, with the ability to navigate complex business transformation projects. • Experience in leading business transformation projects in contact center banking domain. • Extensive experience in handling multiple cross functional stakeholders • Experience in presenting the project status reports in the steering committee meetings. •Project Management skills end to end delivery, RAID log reporting, Risk reporting and mitigation, presenting in Steering Cos •Agile knowledge with hands on experience in Jira/confluence

Job Title: Director Contact Centre Operations US1 Reporting to: Senior Director/AVP Location: Bangalore Working Hours/ Days: 9 Hours / 5 Days a Week Shift : Night Shift (6pm-3am) 9hr shift (There can be fortnightly/ monthly call between 06:30am-2pm IST) Team Size: 300 FTE+ Company URL: www.sagilityhealth.com Mandatory: Ideal candidature would be 14-18 + YEARS OVERALL EXPERIENCE WITH MIN 7-8 YEARS IN LEADERSHIP ROLE IN BLENDED VOICE OPERATIONS (INBOUND/ OUTBOUND/CHAT) from Contact Centre industry. This role is aimed to be leading the Ideation of Centre of Excellence in the space of Contact Centre Operations. Preferred from US Healthcare Membership/ Provider Contact Centre industry. Objectives and Responsibilities A Bachelor degree or equivalent qualification. RPA/ Analytics Certification preferred Preferably Lean/ Six Sigma Certified As a Strategic Thinker: Someone who has been operating in the US healthcare Membership/ Provider Contact Centre Identifying Value additions and Process Improvement Initiatives Stakeholder Management Client Relationship Management Account Management Driving Client/ Internal Business Excellence Initiatives To manage and Lead a Blend (Inbound & Outbound) Voice operations and deliver high productivity through controlling, monitoring, analysing & reviewing system. Determines Voice operations operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses. Defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. As Driving Results: Maintains and improves Provider/ Membership Voice operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; help installing upgrades. Accomplishes Provider/ Membership Voice operations human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Prepares Voice operations performance reports by collecting, analyzing, and summarizing data and trends. To Design implement the NPS for the Voice operations as per Client Mandate and approval. Awareness of ISO & Other statutory Guidelines for the Voice operations Understanding of Supply Planning and WFM Formulate, Implement and Monitor the Transactional Quality parameters based on SLA guidelines As a Partner with Clients: Delivering Highest Level of Service Delivery Standards Exemplify Passion for excellence Design and Drive Business/Program Excellence Initiatives Voice of the Organisation. Lead People: Managing Self Inspirational Leadership Lead from the front as the SME of the Business/ Program Design & Drive People Metrics Promoting Diversity & Inclusion as per Organizational Culture Mentoring & Coaching Operational & Leadership values Improve employee retention and enhance employee engagement. Succession Planning Qualifications & Mandatory Skills : Graduation / Postgraduate. Must be working with U.S based Business / Customers in U.S Shifts Thorough understanding of all Voice based metrics and SLA Knowledge of Blend Voice Operations (Outbound & Inbound) ACD, CITRIX, Dialer Understanding is must IVR & Call Tree Management is preferable CSAT/ NPS Governance Business Governance and Auditing Knowledge of Reporting Tools Awareness of ISO, ISMS Excellent Client Communication Skills MIS and Reporting Understanding (Creating Dashboards) Process Improvement Skills and Tools Excellent Analytical skills Revenue Management & P&L Understanding Proven participation on Improvements Project Managed a large and Complex Delivery Team Preferable Onshore Transition experience Awareness of ISO, ISMS & other Compliance and Audit Parameters Astute understanding of MS Office Tools Displays a High Level of Integrity and Maturity Displays high level of People Management practices

Role Overview - As the CRM Lead, you will be r esponsible for developing innovative, cost effective and credible operational solutions for clients across a wide range of Industry Sectors. These solutions will include development of omnichannel contact centre and back-office operations, including digital transformation and best shoring options. You will design , implement , and optimize CRM systems to enhance business processes and i mprove customer interactions. Mandatory Skillset: Strong knowledge of CRM platforms (e.g., Salesforce, Microsoft Dynamics). Business process analysis and project management (Prince 2 advantageous). Technical expertise in integrating and optimizing technologies across the organisation. C reative solution development of omni-channel contact centre and backoffice operations, including digital transformation. Strategic organisational and p rocess change, process optimizatio n, transition, and transformation for onshore, offshore, and nearshore business opportunities Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and team members. Strong analytical and problem-solving skills. Ability to adapt to changing business needs and technology trends. Collaborative mindset with a focus on team success. Creative thinking and a proactive approach to improving business processes. Qualifications and Experience: 5-7 years proven cross-industry experience ideally including Public Sector. Extensive background in business process outsourcing and customer relationship management ( CRM ) solutions. Holding a degree in Computer Science, Information Technology, or possessing relevant work experience. Demonstrated proficiency in CRM solution architecture, business process outsourcing, and systems integration. Skilled in Contact Centre Management, Customer Experience (CX), Management Outsourcing, and Service Delivery. Expertise in CRM strategy, implementation, and delivery. Proven track record in business development, sales, and operational management ( BPO / Contact Centres ). Experienced in client, project, and account management (Client B2B). Familiar with outsourced service environments (BPO & Contact Centres). Knowledgeable in omni-channel c ontact centres, digital marketing, social media CRM , back office, transactional & telephony-based technologies. Adept at multi-stakeholder management, commercial management, and offshore contact centre/BPO delivery models

Dear Candidate, Please find the attached Job Description for Sprinklr role. Apply understanding of industry-specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc.) Deploy a strong designing skill : Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media, etc...), quality monitoring, WFM, Gamification, Recording, etc. Should; be able to envision and design AI-powered customer and employee experience enhancements of the future. Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas: . Plan, design, implementation, configuration of Sprinklr chosen platform with our clients Act as a subject matter expert on Sprinklr service, providing expertise on CCaaS transformation client projects across the entire delivery lifecycle Possess a deep understanding of Sprinklr Service solution architecture, capabilities, and hands-on configurations to activate those capabilities. Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services Integration of Sprinklr unified CXM with enterprise systems Work Experience related to CICD tools. Stay current with intensive training and maintain updated Sprinklr certifications. Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs Maximize application design and development experience: Implement the orchestration platform of Sprinklr preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Good to know Contact Center as a Service (CCaaS) platforms such as AWS Connect, Genesys Cloud, Nuance CXone, and Microsoft Dynamics 365 Customer Service

Manager/Team Lead - Customer Service/Operational Management - BPO/KPO 7+ Years - Pune Location - Pune Summary - We are hiring a dynamic and experienced Customer Service Manager to lead our call center operations. This leadership role is ideal for professionals with a proven track record in managing large customer service teams, driving operational efficiency, and delivering top-tier customer experiences. If you thrive in a high-paced environment and have a passion for service excellence, wed love to connect. Your Future Employer - Join a customer-first organization that values innovation, people leadership, and data-driven decision-making. Be part of a fast-growing team that strives to deliver exceptional customer service and operational success while creating a collaborative and rewarding work environment. Responsibilities - Lead, mentor, and develop a team of supervisors and customer service agents. Oversee daily call center operations including scheduling, performance tracking, and workload balancing. Monitor KPIs such as CSAT, FCR, SLA, AHT, and agent utilization. Use analytics to enhance workflows and drive performance improvements. Handle escalations and ensure prompt resolution of customer issues. Collaborate with internal departments (IT, Sales, Product) for service excellence. Lead operational processes for insurance services including claims and policy administration. Ensure compliance with industry regulations and company policies. Drive process improvements and operational automation initiatives. Deliver reports and insights to senior management using tools like Power BI. Requirements - Bachelor’s degree in any field. 7+ years of experience in customer service or contact center leadership. Strong knowledge of contact center tools (CRM, IVR, ACD, WFM). Excellent leadership, coaching, and people management skills. Strong communication, problem-solving, and organizational abilities. Familiarity with insurance processes and industry compliance. Proficiency in MS Office and insurance management software. Willingness to work in 24/7 rotational shifts. What is in it for you – Opportunity to lead high-impact operations for a growing team. Work in a collaborative, innovative, and inclusive culture. Exposure to cross-functional leadership and strategic decision-making. Career growth opportunities within a fast-paced environment. Competitive compensation and benefits. Reach us : If you think this role is aligned with your career, kindly write me an email along with your updated CV on vasu.joshi@crescendogroup.in for a confidential discussion on the role. Disclaimer : Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Note : We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Global’s name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert! Profile Keywords – Crescendo Global, Jobs in Pune, Customer Service Manager Jobs, Insurance BPO Jobs, Call Center Operations, Contact Center Leadership, Customer Experience, SLA Management, Escalation Handling, CRM Tools, IVR Systems, AHT Reduction, FCR Improvement, Jobs for Managers, Team Leadership in BPO.

Company Summary Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. We believe bicycles offer simple solutions to some of the worlds most complex problems. Were committed to breaking down the barriers that prevent people from using bicycles more oftenfor transportation, recreation, and inspiration. Our mission is simple: create products we love and take care of our customers. We value fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly. We’re a team that believes in doing great work—and enjoying the ride. Position Summary Trek Bicycle is seeking an innovative and accomplished Business Analyst with deep experience in contact center platforms. This key, hands-on role will serve as the primary liaison between IT infrastructure, global customer care teams, and IT and business leadership. You’ll help shape the future of our contact center experience by identifying opportunities with business partners, articulating requirements to our vendors, and delivering measurable improvements to our tools and workflows. Key Responsibilities Serve as the primary administrator for our CCaaS platform (8x8). Collaborate with vendors and internal stakeholders to enhance contact center capabilities. Gather and document business requirements into functional and technical specs. Guide solutions through the full software development lifecycle in an Agile environment. Manage and configure call flows and IVRs. Oversee integrations, including 8x8 with Microsoft Dynamics CRM and our ChatBot Platform Cognigy. Lead or participate in vendor meetings, SLAs between us and the vendor, and roadmap planning. Support global teams on outcome-focused projects and collaborate across departments. Support infrastructure in managing gateways for our global Retail and Customer Care locations Drive testing, release management, and sprint planning activities. Use tools like JIRA, Confluence, Excel, and Power BI to document and communicate clearly. Create flowcharts, storyboards, and visuals to enhance system/user interface understanding. Maintain high standards of customer service, quality, and responsiveness. Stay up to date on Contact Center technologies, AI trends, Large Language Models (LLMs), and evolving privacy regulations (e.g., GDPR). Required Qualifications Bachelor's degree in an IT-related discipline or equivalent experience. 3+ years of experience in business/systems analysis, specifically in contact center or CCaaS environments. Proficiency with 8x8, or strong experience in similar platforms (RingCentral, Genesys, Five9, Talkdesk, Cisco, SalesForce Service Cloud). Excellent verbal and written communication skills; confident facilitator and interviewer. Expert notetaking and documentation skills. Experience managing vendor relationships and driving performance. Familiarity with Agile methodologies, sprint planning, and stand-up facilitation. Ability to manage multiple concurrent projects in a fast-paced environment. Working knowledge of testing and release practices. Experience in integrations with CRM and digital channels. Strong interest in AI, analytics, and reporting tools (Excel, Power BI). Nice-to-Haves Understanding the configuration Sip Trunks and Gateways Experience with Dynamics CRM integrations. Exposure to expense management, procurement systems, or reporting platforms. Familiarity with GDPR and other privacy laws. Passion for learning new technologies and improving business processes.